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I bought a plugin via CC, paid for it but didn't get the email with the licence number

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I bought a plug-in via CC/exchange. the money was debited from my bank account and the plug-in appears on 'manage plug-ins' on the CC desktop. When I installed it I needed the licence number on the email - unfortunately, the email did not arrive. Whether or not I made a mistake giving my email during purchase, I don't know, but that should not matter as I was logged in to my account when I made the purchase and the plugin appeared on mydasdboard.

I can't find any reference to the purchase on the convoluted Accounts pages in Adobe, the vendor say they are unable to help as it was purchased through Adobe. I can't use the plug-in without the licence number, and the help pages on here go round and round in circles and the best I can get is 'have you checked your spam folder?'

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Peru BobCorrect answer

Community Expert

Try Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

erinferinferinf

Adobe Employee

Can you tell me which plugin it is? DM me if you don't want to post it here.

Sorry you've had such a bad experience so far.

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Brian22051656ifkcAuthor

Participant

Hi, it was the MagicPicker plug-in from anastasiy.com. They always responded quickly and politely but were unable to help me as I had bought the plug-in via Adobe Exchange.

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Nancy OShea

Community Expert

Did you check your email spam folder?

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Nancy O'Shea— Product User & Community Expert

Peru Bob

Correct answer

Community Expert

Try Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

Translate

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Brian22051656ifkcAuthor

Participant

What a shambles the Adobe Support Team are! Adobe still have my money, and without the licence number, I can't use the plugin. I managed to speak to someone, but since then I get being transferred from one team to the next, then eventually to dead links and non-existent emails. No-one taking ownership and being passed around like that is very poor customer relations. I sent them (several times) screenshots of my bank account where the money came out, and screen shots with the plugin assigned to my Adobe account, but as I said, I can’t use it.

So after two weeks, Adobe “Support” don’t seem to know what they’re doing, and in the end abandoned the case hoping it would go away, and for the $19 it cost me, I would forget about it too.

You can’t imagine how with so much passion I hate Adobe now.

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Nancy OShea

Community Expert

Check your Support History in your online account and update the case with new information.

https://account.adobe.com/support

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Nancy O'Shea— Product User & Community Expert

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